Ocaso S.A. U.K. Reviews 31

I have to use this company as my joint insurers with a certain council in North London. Unfortunately they do not abide by their own policies and have failed to pay me monies they initially offered after a fire I had at my leasehold property 4 years ago that I am still fighting to get. I know going forward if I were to have another major incident I would go through the same process and I would not receive a service I am paying for. If I had the opportunity to use another insurance I would, but I do not. I am paying wasted money. They do not abide by their policies and their complaints process is just the same. If I had the choice I would not even rate them.

spanish company, all I got from Maria at ocaso was "sorry there's nothing I can do"
shocking company, please don't go for the cheaper option its just not worth it.
I had a leak from the bathroom in nov 20, the loss adjusters quadra claim (just as bad) sent some obnoxious cowboy builders to assess the damage, they ripped out half my kitchen and left me in a right mess, I hsd to set to and try to clean and tidy, they let our puppy out the front door onto the road twice, I asked them to leave in the end. finally got my own builder who actually knew what he was doing. long story short..... nov 20 had the leak finally got done June 21.

Very disappointing service, avoid. Unreliable and not worth using.
I reported a leak and possible roof damage, and three weeks later no one has acted on it.

I made a claim for roof leak, which was caused by the last storms and couple of weeks of very heavy downpour. I expected the company to act promptly and to send someone to deal with the issue asap.

I waited a week but didn't hear from Ocaso. I called to chase them up and was informed that someone had to contact me from another company

Instead of sending a trades person to deal with the leak, they have referred it to another insurance company, Quadra, to come out to "assess". I didn't hear from Quadra and I had to chase them myself to make an appointment.

The loss adjuster from Quadra was looking for any reason to refuse the claim- from is the insurance company aware that we have a flat roof, to am I sure it is covered by the insurance company, to how did I estimate the rebuilding cost of the house, etc. etc. At the end, she concluded that the building insurance does not cover such incidents and it is down to "wear and tear".

I contacted Ocaso to make a complaint about the way my claim was handled but they were unable to take the complaint without having the report from Quadra back.
I was told that it could take a while for the report to reach them.

I called 10 days later to chase what is happening and they still haven't had the report back. I was informed that they can't do anything without the report...

At a time when one is reporting that there is a leak, the insurance company is not bothered at all and does not act at all.

Makes you wonder why are we paying for insurance at all.

Let me begin by pointing out that the lion's share of positive reviews for Ocaso on Trustpilot at this point in time took place between Mar 2019 to July 2020. Since then it has been mostly one star reviews.
Ocaso are a Spanish company. It's worth noting that Brexit has had a negative impact, especially financially, on some firms based in European countries that ordinarily deal with the UK.

Ocaso have the contract for lots of Councils in the UK, of which mine is one. They have many subsidiaries and one of those, Davies Management Systems (DMS), dealt with my insurance claim.

I won't bore readers with the many, many details but they are an appalling company to deal with, having an uncaring attitude and providing an incompetent service. They never take the initiative with contact, relying instead on the customer having to chase up jobs / complain. The contractors they hired to carry out the work are cut from the same cloth. It took DMS / Ocaso six months from the date of the original claim to assign a contractor and now, a year after, the work has gone bad and is incomplete. DMS will accept neither liability nor responsibility. They are a nightmare.

As I type this I am just about to lodge a complaint with the Financial Ombudsman Service regarding Ocaso and I would urge anyone else who has had the misfortune to have dealings with this company to do likewise.

Had a fire 17th May 2021 still not resolved 9 months later. can never get through to relevant people. ABSOLUTLY DISGUSTED WITH THEIR SERVICE

I was given permission over a month ago to carry out repairs to my property and an assurance Ocaso would pay me directly after I paid the contractors ( which I did ). Over a month has elapsed with no payment. Nobody will answer a phone on all three lines and nobody will respond to emails to three different email addresses that they have. I have never seen such poor customer service. I will be taking my business elsewhere in future. There are so many better brokers - BEWARE.

I have been with Ocaso for 13 years with buildings and contents with accident cover and made 4 claims. 2 for my roof and one for flooding and 1 for accident with a fridge. They have paid out every time after obtaining 3 quotes and my premium has only gone up by 4.50 in that time. They are straight forward to deal with and the turn around time has been within a few weeks. I see a lot of bad reviews but I've never had an issue with them at all.

DREADFUL COMPANY - NEVER USE THESE GUYS!!!!

I cannot express how awful Ocaso have been in conducting an insurance claim. The Financial Conduct Authority have thankfully ruled in my favour. The outrageous conduct of their appointed property surveyor is something straight out of Fawlty Towers...he was Basil Fawlty of the insurance world. He could not have been more difficult to deal with if he tried. Common sense prevailed in the end and I have found a better insurance provider. Never use this company, they are useless, slow and blatantly make it up as they go along.

I found dealing with Ocaso very straightforward. They responded to my telephone call immediately and Derek provided very clear instructions on how to proceed. When providing the required invoices via email, any further information was requested quickly. Totally happy with the customer service from Derek from start to end and also pleased with the speed at which my claim was processed and settled.

Absolutely atrocious company, the loss adjuster, Marie Marshall of Glasgow, treats you like you’re a criminal as if you are lying about your claim. We firstly got asked to submit a quote for the damage, then she arranged one of her people to get a quote, then brings in a “leak specialist” who only took some images to to look like they were experts. From the beginning I asked for the shower tray to be removed to find the leak, but wouldn’t allow this, when we actually removed the shower tray we found the damaged waste pipe. Seemed like they were actually trying their best NOT to pay out any kind of insurance payment. After 8 weeks of no shower they refused to pay out, and after contacting via 3 calls and 3 emails I am still waiting on a response. You pay all this money for insurance expecting the support when you need it, and they’d rather pay out to loss adjusters, leak specialist than pay you for your damage. I have never claimed for anything in my life and was one of the most stressful and horrible experience ever. Do not use this company, they should be struck off for fraud!

Ocaso has been handling a repair for 15 months; they 'finished' the work mid-September 2020, but there were several issues unresolved, including damage and unfinished work; now I discover that the gas hob was refitted incorrectly, resulting in a gas leak for seven months; Ocaso 'won't take responsibility', refer me to Davies (the 'claim handlers') who refer me to the Ombudsman. I would just like someone to take responsibility!

BEAWARE
Since last Thursday on a bank holiday weekend I have been left without water and being passed between departments as this company did not class supply pipes leaking as an emergency. The Water Board did so they switched the water off. I got this policy through OneCall, who passed me to Ocaso who passed me in to other companies who have stated that I wasn’t covered for an emergency repair. Fast forward 5 days I have registered a claim and they instantly passed me to Quadra Claims loss adjusters rather than finding a solution to the problem. They have stated it’s my issue to identify where the leak is and they will consider whether to accept and repair it. This is poor service beyond reason. I wouldn’t recommend any of these companies.
I will wait to hear from this company my number is 07412900191

I had my home insurance through Swinton who insured me through Ocaso.

I put in a claim as my roof leaked, they rejected the claim which I didn't bother disputing. However, it has come to my renewal and not only have they claimed to have paid me out (which has since been resolved) they left a £167 'claim' on my account for the loss assessor fee, as a result of this they also wiped out my 9 years no claims.

So just to confirm, I lost 9 years no claims to cover the fee of their loss assessor who didn't send anyone out to look at my roof, who asked me take photos of the roof myself and send it to him (external flat roof which I had to climb onto) who also sent a grand total of 3 emails. I received no pay out on the claim yet Ocaso think it's acceptable to take your no claims for this reason to cover his fee.

I have escalated this with Swinton who are raising it with Ocaso and I will not let it lie until this fraud is resolved. If it is not resovled by Swinton & Ocaso I will raise it with the Insurance Ombudsman.

Update: 26/03/21

After waiting over 8 weeks for Ocaso to update me re my complaint I received no response to 3 emails. I have no escalated this to the financial ombudsman. Clearly, complaints aren't taken seriously by this company.

Update: 20/07/2022

Over a year after this complaint I have finally been compensated by Ocaso. Not out of the goodness of their heart, but because they were ordered to by the insurance ombudsman. If these clowns have messed you around please report it. It will take a while but you will win.

Don't go for this insurance, we had bad experience from them, not answering the calls or not giving proper information, disconnecting calls during conversation. Arranged engineer visit few times, nobody turned up and no communication about that.Today morning they said will call back and give us the update before the day finishes, now it is 22:50, no calls !!

If the challenge for any organisation is how it deals with challenges then Ocaso have failed in spectacular fashion. A simple claim for an escape of water has turned into an epic because Ocaso will not get back to me. Instead, they communicate via a 3rd party company who refer me back to Ocaso ... who then refer me back to the 3rd party company ... and on, and on. Don't judge this company based on how it does when everything goes routine, judge based on their inability to deal with even a minor disruption to that routine.

FYI, it's been 70 days and my claim has not been resolved yet.

If I could give no stars I seriously would. Do not take out an insurance policy for a short term on an empty property. They tell you that you will only pay x amount and then when you cancel the policy the direct debit will not come out. All lies, would never ever use this company again and would advise to stay clear. They tell you what you want to hear. Fuming

Initially dreading the insurance claim as I have never claimed before I was pleasantly surprised for everything to go really slickly even though we had just gone into lockdown. Derek and Luke were professional all the way through my claim and had such a pleasant manor that the whole process has been so much easier than I expected

THIS COMPANY SHOULD NOT BE ALLOWED TO OPERATE IN THE INSURANCE INDUSTRY.

Our claim was handled in a very efficient and professional manner. Settled very promptly. Thank you Luke.